Fenmoor Specialty Underwriting / BB-Demo – Qbr
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Fenmoor Specialty Underwriting: documents · 2026-08-17 13:45
At the QBR the COO questioned a hundred and twenty-five thousand a year for about fifteen active users. The new Chief Data Officer reframed it as a deployment gap and offered to sponsor a wider rollout. Four high-priority tickets need a written account by Friday.
What was said
What this says
Current to 11 Oct 26At the QBR the COO questioned a hundred and twenty-five thousand a year for about fifteen active users. The new Chief Data Officer reframed it as a deployment gap and offered to sponsor a wider rollout. Four high-priority tickets need a written account by Friday.
What happened: Daniel Okafor led the quarterly review with Callum Reid, Imogen Hartley and Richard Thorne, with Priya Raman also on. It was the 17 Aug 2026 call and no decision was asked for.
Customer view: Richard questioned the annual cost against about fifteen active users out of 150 licensed. Imogen, in post since the spring, said the brain is deployed to one corner of the business.
Commercial: Daniel confirmed nothing is overdue and no extra licences are needed to go wider. Priya will put the on-site training day in writing for Richard to take to the board, and renewal is 1 Jul 2027.
Watch: Four of five recent tickets were high priority and Callum needs the dashboards right at 07:00. Usage is concentrated in Callum's team, which is a key-person risk.
Themes
Current to 9 Oct 26Theme
Value case and ticket recovery
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends a plain account of each of the four tickets to Callum Reid by Friday.
- Priya Raman sends Richard Thorne the written on-site training day note that week.
- Imogen Hartley drafts a one-page joint plan by the end of the following week.
Risks
Current to 9 Oct 26- The COO sees a high annual fee against about fifteen active users, so the value case is open well before renewal.
- Four high-priority tickets and 07:00 dashboard timing are hurting the underwriting operations team, the main users.
- Questions come mostly from a small group in one team, so losing two or three people would cut usage quickly.
Opportunities
Current to 9 Oct 26- Widening to the professional indemnity side and other teams needs no new licences on the Enterprise tier.
- The on-site training day add-on suits a wider rollout, and the Chief Data Officer offered to sponsor it.
Transcript
Daniel Okafor NoneHello everyone, can you all hear me? Thank you for making the time. Let me just check who's joined – Imogen, Callum, Richard, and Priya's on as well. Is that everybody?
Callum Reid NoneThat's us. I've got about fifty minutes, then I'm back with the underwriters.
Imogen Hartley NoneHello, Daniel. Lovely to see you again, even if it's through a screen. How are the children? Did the little one get over that cold?- Daniel Okafor NoneShe did, thank you for asking, Imogen. Back at nursery and louder than ever. How are you finding being on the other side of the table, as it were?
- Imogen Hartley NoneBusy. Let me set the context before the detail, if I may. I've been here since the spring, and I've inherited a brain that I know rather well. The real question for me is whether Fenmoor is getting the value that the contract promises. So I'd like us to be quite plain today.
Richard Thorne NoneGood afternoon. What decision am I being asked to make?- Daniel Okafor NoneGood afternoon, Richard. None today, honestly. It's a quarterly review. I'd like to go through how the brain has been used, what's been going wrong, and what we should do about it, and then you can tell me what's missing.
- Richard Thorne NoneKeep it simple.
- Callum Reid NoneWhat I need is the tickets. Four urgent ones in a month is too many. What happened and when's it fixed?
- Daniel Okafor NoneI'll take that first then, Callum, because I'd rather not leave it to the end. Over the last month there were five tickets from your side, and four of those were marked high priority. That's more than you'd normally expect from us, and I understand why it's on your mind.
- Callum Reid NoneRight. And?
- Daniel Okafor NoneAnd I've been through them. I won't pretend they're all closed in a way I'm happy with. Where I can see the response times, they were inside what Enterprise promises – thirty minutes on a priority-one – but a response isn't a fix, and I know your team care about the fix.
- Callum Reid NoneThey do. What I need is the dashboards right at 07:00. If they're not, I've got underwriters sitting there waiting, and then it's my phone that goes.
- Daniel Okafor NoneUnderstood. Let me be careful to separate two things, because it's easy to blur them. One is whether the brain was available – whether it answered. The other is whether the data underneath was fresh by seven. They're different commitments, and on Enterprise you're covered for both.
- Imogen Hartley NoneWhich is something I'd like to hold you to, Daniel, gently. I've seen this work when the refresh is boring. It should be boring.
- Daniel Okafor NoneIt should. And I'd say that's fair. I'll come back to you by the end of the week with a plain account of each of the four – what the cause was, whether it's fixed, and what we've put in place so it doesn't recur. Is that acceptable?
- Callum Reid NoneBy when exactly? End of the week is Friday?
- Daniel Okafor NoneFriday, yes. I own that one, so I'm comfortable saying it.
- Callum Reid NoneFine. Friday.
Priya Raman NoneAnd if it helps, I can sit in on that follow-up, Callum. I know the commercial side shouldn't be the first thing you hear from us, but it should be on the same call, so you're not repeating yourself.- Callum Reid NoneIf you like. I'd rather the engineer was there than the salesperson, to be honest, no offence.
- Priya Raman NoneNone taken. I'll ask for that too.
- Daniel Okafor NoneShall I move to usage, then? Because I think that's where Richard's question really sits.
- Richard Thorne NonePlease.
- Daniel Okafor NoneSo, you're licensed for a hundred and fifty users, and on an average day over the last month about fifteen of them are active. That's up a touch on the previous quarter, but only a touch. I'd call it steady rather than growing.
- Richard Thorne NoneSo a hundred and twenty-five thousand a year for fifteen people.
- Daniel Okafor NoneThat's the arithmetic, Richard, and I'm not going to dress it up. It's the annual subscription, it's what's on the order form, and it's what's been invoiced. Nothing's overdue. But I understand that it reads badly set against fifteen people.
- Imogen Hartley NoneMay I? I think it reads badly because we've treated the licence as a count of seats rather than a count of questions. The real question is who is asking, and what they're asking. Daniel, what does the picture look like by person?
- Daniel Okafor NoneIt's concentrated, Imogen. A small group asks most of the questions, and Callum's team are the heart of it. That's good, because it means the value is real for them. It's also a risk, because if two or three of those people were away or moved on, it would drop quickly.
- Callum Reid NoneThat's fair. It's my people. The underwriters on the marine side use it, the professional indemnity side less so.
- Imogen Hartley NoneWhich is the gap, and also the opportunity. Richard, if I can put it in your language. We bought a platform sized for the whole business and we've deployed it to one corner of it. The cost is fixed and the return depends on how wide we go.
- Richard Thorne NoneThen I need to know what going wider would take, and what it would cost us.
- Daniel Okafor NoneNothing additional on licences, Richard – you already hold the seats. What it takes is people's time: training, a few more of your systems connected, and someone on your side who owns it. That's the part I'd like to talk about with Imogen.
- Imogen Hartley NoneI'll own it. I'd rather it had a sponsor than drifted. What I don't want is another quarter where we all agree it's a good idea and nothing moves.
- Priya Raman NoneCan I add something from the commercial side? We've included the on-site training day as something we can look at with you. I won't promise terms now, but it would suit a wider rollout, and it's the sort of thing I'd want to put in writing properly.
- Richard Thorne NonePut it in writing, then. I'll need to take it to the board.
- Priya Raman NoneWill do – and to keep momentum, I'll send it this week rather than next.
- Daniel Okafor NoneWhile we're talking about connectors, can I ask how the team are finding it day to day? Not the tickets, just the feel of it.
- Callum Reid NoneWhen it works, it's the best thing we've done for the capacity providers. The oversight questions that used to eat a week take an afternoon. When it doesn't work, I look daft in front of the syndicates, and that's what I mind.
- Daniel Okafor NoneThat's very clear, thank you, Callum. And I'm glad you said it that way, because that's precisely the measure I'd like us to use. Not how many people logged in, but whether the answers were there when you needed them.
- Imogen Hartley NoneLet me propose something. Let's make it count. A short joint plan, one page – what we fix, what we widen, who owns each, and by when. Callum for operations, myself for the wider rollout, Daniel for the vendor side.
- Callum Reid NoneBy when, though? I keep asking.
- Imogen Hartley NoneFair. Daniel sends the account of the tickets on Friday. I'll draft the plan after reading it, and we all see it before the end of next week.
- Daniel Okafor NoneThat works for me. And I'd suggest we look at it again together before the next quarterly review rather than waiting. I'd rather catch it early.
- Richard Thorne NoneOne more thing. The renewal. When does it fall?
- Daniel Okafor NoneNot until next summer, Richard. The order form runs to 30 Jun 2027, so renewal is 1 Jul 2027. There's no pressure from our side on that today. I'd simply like us to be able to show you what the brain is worth well before then.
- Richard Thorne NoneGood. I don't like being surprised.
- Daniel Okafor NoneNeither do I. Right – just to close the loop. Friday, I send the account of the four tickets. Priya sends the training note this week. Imogen drafts the plan by the end of next week. Have I got that right?
- Imogen Hartley NoneThat's it. Thank you, Daniel.
- Callum Reid NoneFine. Callum out.
- Richard Thorne NoneThank you. Regards.
- Priya Raman NoneThanks, all. Speak soon.
- Daniel Okafor NoneThank you, everyone. Take care.
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